Refund policy

At MuddyPaw.shop, we care most about making you happy. We stand behind everything we sell, whether it's pet food, toys, beds, accessories, or travel gear. Your satisfaction is our top priority, which is why we offer a straightforward 30-day refund policy.

Details on the Return Policy

We accept returns within the specified timeframe.
You have 30 days from the date you receive your order to return any qualified item.

How are the items?
Items must be returned unused, in their original packaging, and in the same condition they were delivered in. This policy applies to all categories, including

Dog Toys (All Dog Toys, Enrichment, Interactive, Durable)
Dog Wear & Clothing
Dog Beds (including Snooza Calming Beds and Summer Cooling Beds)
Washing & Grooming items
Treats and Food for Dogs & Cats (unopened only)
Dog Bowls and Feed & Water Containers
Dog Harnesses, Leashes, and Travel Gear
Cat Toys & Accessories
Cat Beds
Pet Carriers & Strollers

Items That Can't Be Returned
Some items are non-returnable for hygiene or safety reasons:

Opened or used food and treats
Products that have been chewed, worn, or altered
Grooming tools or items that have been used
Free promotional gifts included with your order

Costs of Shipping Back
If the item arrives damaged or defective, Muddy Paw will cover the return shipping cost. In all other cases, including change-of-mind returns or incorrect orders placed by the customer, the return shipping costs are the customer’s responsibility.

How to Return an Item

Please send an email to info@muddypaw.shop with the subject line:
Return + Your Order Number
Kindly provide the reason for your return.

Our customer service team will respond within 24 hours.
We’ll confirm your pickup location and return time.
Once confirmed, we’ll send you a return shipping label.
Carefully repackage the item in its original condition.
Please send the item to our warehouse in Australia.
Once received, the item will be inspected and restocked.
After inspection, we’ll begin the refund process.
Your refund will be issued to the original payment method within 10 business days.

Exchange Policy

Customers are responsible for covering the exchange shipping costs, unless the product is defective or incorrect.

You have 30 calendar days to exchange an item from the date of delivery.
Email info@muddypaw.shop with the subject: Exchange + Your Order Number
Please provide the reason for the exchange and specify the item you would prefer.
Our support team will reply within 24 hours to confirm details and send you a shipping label.
Repackage the item securely in its original condition.
Please send the package to the warehouse in Australia.
After we receive and inspect the item, we’ll despatch your replacement.

Damaged Product Policy

If your parcel arrives visibly damaged, please try to refuse delivery and notify the courier.

If damage is noticed after delivery:

Contact us at info@muddypaw.shop within 24 hours.
Include photos of the damaged product and its packaging.
Please provide your order number along with a brief description of the issue.

If confirmed as damaged or defective, Muddy Paw will cover the return shipping cost and send a replacement item at no additional charge.

Customer Service

Website name: Muddy Paw Shop

Phone: +61 493 040 203

Email: info@muddypaw.shop

Address: 9 Porter Terrace, Rostrevor, South Australia, 5073, Australia